Manager End User Support

Overview

At Alorica, our sole objective is to improve lives one interaction at a time. As a Manager End User Support, you will lead project teams and collaborate with other functional departments to identify and resolve business and IT challenges.

Job Summary

Leads project teams and partners across departments to create solutions for both external and internal clients. You are accountable for team performance and manage escalations as they occur.

Job Responsibilities

• Manage configuration, testing, installation, and advanced troubleshooting of IT issues.
• Train and supervise Tier 1 and 2 support staff for complex installations.
• Identify product improvements to maximize customer satisfaction.
• Direct EUS IT staff including hiring, scheduling, performance evaluations, and conflict resolution.
• Adapt departmental plans to tackle resource and operational challenges.
• Interface with clients and internal departments to define business needs.
• Develop and implement IT project and conversion plans.
• Prepare data and process models, conduct quality reviews and testing.
• Promote process improvements through tracking, setting measures, and analysis.
• Develop, implement, and maintain policies, procedures, and training material.
• Manage vendors and contractors as needed.
• Ensure compliance with all policies, procedures, and regulations.
• Handle additional duties as assigned by management.

Job Requirements

• Bachelor’s degree in computer science or related field, or equivalent experience.
• Preferred certifications: MCP, Cisco, A+ or equivalent.
• 5-7 years of IT or related experience.
• At least 2 years in a technical lead or supervisory role.

Knowledge, Skills And Abilities

• Proficient with Microsoft Office and other IT tools.
• Excellent written and oral communication skills.
• Strong ability to prioritize and organize in a multitask environment.
• Flexibility with work schedules.
• High level of confidentiality.

Key skills/competency

• IT Management
• Project Leadership
• Technical Support
• Team Supervision
• Process Improvement
• Troubleshooting
• Customer Service
• Communication
• Policy Compliance
• Vendor Management